About Network Rail
Join Network Rail - Where People and Connections Matter. At Network Rail, were dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, youre not just part of a team - youre part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we’ll do everything we can to accommodate any needs throughout the recruitment process. We are committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments, click here. If youre ready to make a real difference, wed love to hear from you!
We offer excellent benefits, including:
• Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
• 75% subsidy on rail and underground season tickets.
• Up to 75% off leisure travel for you and your family (subject to terms and conditions).
• Interest-free travel loan for train and car park season tickets.
• Discounts at stations with your Network Rail pass.
• Flexible/hybrid working arrangements.
• Volunteer leave to make a positive impact.
• Healthcare Scheme, GymPass discounts, Cycle to work plus more.
• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments.
Brief Description
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partners with modern and transformative technology. From the day-to-day IT operations that keep a national railway running, to the extensive delivery programmes that are helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – its the catalyst for progress, especially in an ever-demanding industry where change is a constant.
About the role (External)
What will you be doing?
* Perform Tier 1 network surveillance to identify alarms/issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM-R Radio and GSM-R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in-depth technical analysis.
* Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
* Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities, driving committed engagement and commitments with all involved resolver groups and customers, utilising proactive internal and external resolution escalation as required.
* Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution.
* Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
* Perform tasks in support of ongoing programmes. These may include providing technical information, test calls and related tasks.
* First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
* Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.
* Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
* Fully conversant with operating computer-based applications.
* Minimum of GCSE/ ‘O’ levels including English, Mathematics and Science.
* Experience of working in a high-pressured environment.
* Willing to work shifts (roster includes nights and weekends).
Preferred
* Experience of working on a telecommunication network.
* Experience of shift working.
How to apply (External)
Working Hours: This role is shift based. You will work 18, 12-hour shifts over a 6-week cycle which is currently favoured by existing team members.
Location: Stoke-on-Trent.
Vacancy Type: Permanent 2 x roles available.
Closing date: 24th March 2026.
Band & Salary: Band 6 £26,000 + 15% shift allowance.
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds, and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail, please follow this link
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist –
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